Foundation · Module 04
User Management
Onboard a New Hire in Minutes
When you hire someone new, they need the right access from day one — not too little, not too much. Roles, managers, and profiles work together to give every new teammate exactly the access their job requires, starting with their very first login.
About & Business Case #
Why structured user management matters #
"I just hired three new reps and promoted one to team lead. I need their access sorted before their first call this afternoon — not after a week of back-and-forth IT tickets."
Getting access wrong is costly either way. Give someone too little access, and they're blocked from doing their job. Give them too much, and sensitive data ends up in front of people who shouldn't see it.
What this means for you
New hires are productive from their very first login, with access that always matches their role. No giving out more access than needed "just in case," and no waiting on IT.
Implementation #
Anatomy of a user account #
Every user's access comes from three things working together — not one single all-or-nothing setting:
| Ingredient | Controls |
|---|---|
| Role | The user's place in the role hierarchy (Setup → Roles). Users see records owned by people in roles below theirs. The built-in Admin role sits at the top, above CEO, and administrators get it |
| Manager (optional) | Who the user reports to — shown in the manager's "My Team" view |
| Profile | Controls exactly which objects, fields, apps, and tabs the user can see or edit (covered in depth in the Profiles & Permissions trail). The System Administrator profile makes the user an administrator, who can do anything |
One detail you can't change later
A user's username is locked in at creation — it can never be changed afterward. Email, name, role, manager, and profile, on the other hand, can all be edited any time.
Deleting a user does not delete the records they created. That history stays intact — the original username is kept as the "created by" value, even after the account itself is gone.
1 Onboard a new Sales User #
Try "My Team"
Log in as the manager you just assigned and check the "My Team" view. It should show the new hire as a direct report.
One seat per active user
Paid plans are priced per user: your org buys seats, and each active user takes one. If every seat is taken, New User says "All N seats on your plan are in use". Either add seats in Settings → Billing → Manage Billing → Add seats (charged for the rest of the current period), or deactivate a user who no longer needs access: a deactivated user doesn't use a seat. Seats you remove in Manage Billing go at your next renewal.
How to Use #
Day-to-day: sales ops / HR #
Day-to-day: managers #
What to try next
Look at the Profiles & Permissions trail for a deeper dive into exactly what a Profile controls.
Letting SmartLite Support sign in #
SmartLite Support can only sign in as one of your users after that user, or one of your admins, grants login access. Each grant lasts 1 hour, 1 day or 1 week. A support session lasts at most an hour, and it ends as soon as the access ends.
How you know support is signed in
While SmartLite Support is signed in as a user, an amber bar across the top shows who it is, the ticket, and when the session ends. If support ever has to sign in without a grant (for example, every admin is locked out), every admin of your org is emailed the reason, and it shows in the Audit Log.
Getting help from SmartLite Support #
Every user can ask SmartLite Support for help without leaving the CRM. Click the ? icon next to the notification bell to open the Help & Support panel.
How fast Support answers
Support aims to reply first within business hours (Monday to Friday, 09:00 to 18:00 IST): 24 hours on Starter, 8 hours on Professional, 4 hours on Enterprise. A case waiting on you, or resolved, closes by itself after 7 days.